The "Carrier Denial Alert" means your insurance carrier may have changed their credential requirements or you may have logged in and changed them yourself. When our system cannot automatically access your carrier portal, a message will be displayed in your member portal: "Looks like there is a problem with your insurance carrier(s)".
To "FIX" and resolve:
- Log in to your insurance carrier portal to validate your credentials and access the account.
- Next, Log in to your HealthLock member portal, then select Account > INSURANCE.
- The message "Looks like there is a problem with your insurance carrier(s)" will be displayed, select FIX and enter your new or validated carrier credentials. If the new or validated credentials entered work, a validation and successful message you will see a VALIDATED message and syncing is successful message.
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